Global Service Desk Lead & APJ Contractual Operation Manager
Description -
The worldwide Customer Support team within HP Service organization delivers best in class support and care for HP's customers, from hardware to service and solutions. Powered by our customer-centric culture, we create differentiated experiences across the globe in professional services delivery, customer care centers, onsite and channel support. We operate with a robust focus on sustainability and driving a culture of empowerment, diversity, equity, inclusion, talent, and future ready development.
Within the Customer Care Centers organization, the Global Remote Support team provides account centric remote service delivery to all customers buying managed services across the Print and Personal System portfolio.

The APJ Contractual Remote Support Operation Manager and Global Service Desk Lead will manage of team of operation leaders, will be accountable for service performance and cost for the APJ Theatre as well as driving global Service Desk strategy within Customer Care Center organization.



He will be leading teams across Bangalore and Dalian delivery centers.

Responsibilities:
- Manage Remote Support Services (Incident Management) for APJ Theatre across Print (MPS) and PS (MDS).
- Collaborate with Service BU to define and deploy Global Service Desk strategy across all delivery centers.
- Transform existing Service Desk operation by leveraging AI solutions to bring efficiencies and additional customer value.
- Hire and develop team of service agents and experts.
- Meet budget and operational targets aligned with customers contracts and expectations
- Manage customer escalations, drive operational and process improvements
- Collaborate across other Theatres of EMEA and APJ as well as the global Center of Excellence (CoE) in order to define and execute global practice.
- Provide customer insights enabling definition of best-in-class service capabilities, leverage and adopt capabilities as dep

📌 Global Service Desk Lead (Bengaluru)
🏢 Hp
📍 Bengaluru